Case Study: Mutual of Omaha improves contact center coaching with Invoca AI

Mutual of Omaha scores 100% of calls with Invoca

Mutual of Omaha, a Fortune 500 insurance and financial services company, faced a challenge with limited visibility into its call center operations and agent performance. This lack of insight made it difficult to accurately diagnose agent strengths and weaknesses and to identify coachable moments. To address this, they turned to Invoca and its AI-powered call intelligence service.

By implementing Invoca, Mutual of Omaha automated its quality assurance process. Invoca's AI automatically scores 100% of phone calls, providing a complete view of call handling and agent performance. This solution gave the company a 360-degree view of customer interactions, allowing them to instantly provide feedback to managers, praise top performers, and offer targeted coaching to others. The insights from Invoca helped identify previously unknown pain points and opportunities, ultimately improving the customer experience and preventing lost revenue.

Mutual of Omaha